POSITION SUMMARY / PURPOSE
Performs logging, tracking, submission, and updates status of customer claims. Maintain Quality documentation related to customer returns, ensures customer responses are provided on time and entered into applicable formats/online systems. Monitors quality performance and ensures accurate PPM is assigned and recorded for each claim and overall customer metrics (KPI). Facilitate & follow up with responsible parties, and assess & perform Root Cause /Countermeasure (5-why, 7 QC tools, PDCA) analysis process. After reviews of results of investigation from responsible parties, determine to accept / reject the result of continue further investigation (KPI). Coordinate with internal and external parties to manage customer claims status and support safe launch/ongoing production. Monitor and justify abnormal cost (chargeback from customers) with accounting dept.
KEY JOB DUTIES / RESPONSIBILITIES
Major responsibilities of the position are listed below. To perform the job successfully, an individual must be able to execute each essential duty satisfactorily. Other duties, assignments and specific projects may be assigned at the discretion of management. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Customer Claims Tracking And Follow Up. Understand Customer requirements and company procedures to support customer response activities. Receive, file and notify all assigned customer claims to QA department management and relevant other staff. May train QA clerks or others about this process. Develop and maintain claim status tracking including metrics for internal and external use (weekly/monthly meetings). Support in on-site containment activities via writing of work instructions with relevant engineering departments and facilitate necessary contract services.Support QA Supervisor and Engineers in root cause analysis and countermeasure follow up with DENSO TEN affiliates in order to ensure timeliness and effectiveness.Prepare and compose reports to management or customer based on results of root cause / countermeasure investigation.
Continuously monitor status of response to customer claims, follow up with internal and external sources in order to maintain and improve timeliness of response to internal and external customers. Escalate delays to management that impact on-time responses. Create and/or support customer claims metrics (KPI’s & PPM) and confirm each claim has accurate and appropriate defects assigned. Work with customer to adjust PPM as required including filing formal disputes and/or email/phone call follow up with customer. Communicate line claim responses to customer via required formats or systems, update responses and follow to closure with support of QA and other team members as required. Verify closure of issues internally as support to customer response including filing of proper documentation and data per customer requirements. Monitor chargeback records with accounting department to ensure / justify abnormal cost is processed accurately. Facilitate meetings with internal manufacturing facilities. Works with the company IATF16949 Management Representative to perform internal audits. Plan and lead quality improvement activity as a course of longer term reinforcement. Prepares reports to communicate plans and results of Quality Assurance activities. Maintain records, documentation and files as needed to support internal and external customer requirements. Maintain and issue meeting minutes Other duties as assigned Supervisory Responsibility: None
EDUCATION / EXPERIENCE / LICENSE / CERTIFICATIONS
Education/Experience:
Associates degree in Related Field and/or equivalent experience with quality assurance and quality management standard (E.g. ASQ Quality related certificate, standardization of quality management (TS/ ISO/ IATF))
Must have demonstrated problem solving experience.
Must have demonstrated organization skills.
SKILLS & ABILITIES
LANGUAGE SKILLS:
Ability to respond effectively to customer complaints. Ability to interpret and write technical information industry standard language and terminology. Ability to make and evaluate presentations on corrective action related topics to various internal or external audiences. Ability to read/write in Japanese, Spanish, and/or Chinese is preferred.
MATH ABILITY:
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations SPC and Six Sigma desirable.
REASONING ABILITY:
Ability to solve practical problems and deal with a variety of variables in situations related to duties. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to understand and interpret mechanical drawings for the purpose of analysis. Strong emphasis on problem solving and ability to understand and evaluate supplier related processes.
DOCUMENTATION ABILITY:
Ability to use Microsoft office tools efficiently (Excel/Access advanced data mining features and PowerPoint)
COMPUTERIZED SYSTEM ABILITY:
Ability to understand purpose and structure of information sharing system (document control data system) to maintain information and documents, and participate in improvement of the system with affiliated groups.
COMPETENCIES
Core Competencies
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Exceeding Customer Expectations-Provides timely and professional service to both internal and external customers; is responsive to customer needs and requests; is always courteous to the customer and considers the needs of the customer when making decisions. Has sufficient knowledge of products and services, builds rapport, and helps customers enthusiastically; communicates well with customers and follows up as necessary; is always professional and represents the organization positively.
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Communicating Effectively-Shares information. Listens and involves others. Clearly conveys ideas in a manner that engages others and helps them understand and retain the message. Changes interpersonal style and approach based on circumstance or audience; works hard with all kinds of people and workgroups; does not judge others.
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Building Fostering Teamwork-Is an honest and dependable team player who contributes to group collaboration and consensual decision making and shows empathy and respect for others. Builds and maintains good working relationships.
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Delivers High Quality Results- Effectively organizes and balances tasks and priorities. Delivers on commitments; finishes tasks on time and critically reviews work to ensure quality and accuracy.
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Continuous Improvement-Uses formal and informal tools and techniques to achieve operational excellence. Maintains a constant focus on efforts to improve performance, quality and efficiency of work processes.
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Applies Job-Specific Expertise- Understands and masters the skills, knowledge, and tasks associated with his/her job; effectively applies specialized knowledge and skills to perform daily work tasks.
PHYSICAL DEMANDS / WORK ENVIRONMENT
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to walk.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is typically performed in an office environment. Travel will be required to national and international locations.